Personal Banking App Concept
A leading South East Asia bank was looking to create new banking app that was future ready and presented 4 KPIs (Increase Mobile and Internet banking users by 2 million, Increase mobile banking transactions by 80%, To feature hyper-personalisation capabilities, Create a seamless and engaging experience)
Project Type: Group
Duration: 4 Weeks
Year: 2019
Research
Research was broken down into 2 segments, Market View and Human view. This was to aid in:
1) Understanding the banking landscape to understand the general trends happening within the industry, analysing some of the most innovative mobile banking experiences from international and local leading banks to take learnings from.
2) Empathise with the consumers about their current experiences as well their habits and beliefs when it comes to finance.
Human View
Desk Research & Experience Benchmarking
12 Leading Banks
16 Mobile Banking Apps
Market View
Qual Interviews & Quant Surveys
18 Interviews
50 Surveys
Key Findings
88%
Are willing to share data in return for faster, easier services
80%
Trust the bank to look after their long term financial well being and data
70%
Consider their mobile phones as their principal device for supporting everyday needs
65%
Would like the bank to blend physical branches and digital services
57%
want notifications on actionable items
49%
Expect the bank to use their data to anticipate their needs and provide services as required
5 Experience Principles
We created 5 experience principles to reflect our findings
Simple and Efficient
- Reduce and Optimise Steps
- Ease of Navigation
Reliable and Transparent
- Ensure high shrive availability
- Secure yet not obstructing
Fast & Light
- Use of micro interactions
- Clean and simple UI
Familiar and Friendly
- Use plain language
- Have consistency
Personalised and Convenient
- Anticipates users behaviours
- Timely Reminders
4 Hero Moments
These moments were picked for the concept showcase as they were the most used, beneficial and impressionable features
Hero Moment 1
Onboarding
New-To-Bank customers logging in to the app
Hero Moment 2
First Time Use
First time making a fund transfer and adding a contact
Hero Moment 3
Regular Use
Paying a recurring monthly bill with a reminder notification
Hero Moment 4
Personalisation
Personalised features based on user’s data
